It is important to submit as precise as possible tickets for a swift resolution. This is the case especially with on-premise installations, as experts at Meliora do not have access to the log files and other server related resources.


To submit tickets for On-premise installations, please follow the guidelines below:


  1. Include as a thorough description of the problem as possible. Include at least
    1. the exact time of occurrence,
    2. free textual description of the issue (what is expected, that happens and how),
    3. preferably a screenshot of the UI if the problem is UI related and
    4. information if the issue is reproducible somehow.
  2. Make a zip file of the relevant log files on the server and include the zip file to the ticket:
    1. DOMAIN_HOME/logs/testlab.log
    2. DOMAIN_HOME/logs/server.log
    3. DOMAIN_HOME/logs/testlab_*.log


For log files, make sure to include the log files from the time frame your problem or error has occurred. If there is no such thing, include only the latest log files for each log.